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[Resolved] - Quest 3 Elite Strap with Battery only connects for a few seconds

jdd1.2023
Honored Guest

Is anyone working on the Quest 3 elite battery issue?  It charges but won’t connect to the headset for more than a few seconds, meaning you cannot charge through the back port.

837 REPLIES 837

PhotoJoeMN
Explorer

Same problem here. How have people been able to report the problem to Meta? I went to the support link they mentioned in this thread and it asks what product you’re having trouble with. There is no option for the Quest 3 elite strap with battery. If you select Quest 3 then accessories, the only option listed is the charging dock. How can I request support from Meta? I have tried all the solutions mentioned in this thread.

Gene357
Protege

I just select the Quest 3 and did not select accessory as I saw the same as you then explained the situation. So got a basic email back with then to try several things from resetting the elite strap etc. After I did everything, they said, same issue. The responded back with an email which seems like the want to replace the headset, which I don't want to do as I heard they may send you a refurbished one, and other people have posted, the new headset same thing, as well with others that got a replacement elite strap. I responded explaining the headset is not the issue and I am not returning it. It has to be a software issue, why when you initially boot the headset during boot it recognizes the extended battery, but then once the OS loads it does not see it till you unplug it and plug it back in. They need to fix the software or a firmware update. why do 3rd party applications work? I also explained I had no issue with the quest 2 even with an external battery. Since the last email nothing I have not heard back. We need to get some YouTubers to say what the issue is maybe then Meta will listen.

Thanks.  I preservered and managed to open a chat and explain the situation. The person I got was familiar with the problem and said their engineering team is working on it. They asked for the serial number of the elite strap and a copy of the receipt and are going to put in a return request. I told them that I did to an experiment to try and isolate whether the problem was the headset or the strap. I plugged my tablet into the strap to see if it would charge. It did the exact same thing. For about 5 seconds it said it was charging then it disconnected. That tells me the problem is the strap, not the headset.

Gene357
Protege

Thanks for the information I may try the same test. Keep us posted on how the new strap works.

So I tried the same thing and with the laptop, the batter worked fine, then I trried an tablet I have that uses USB C same, no issues the battery holds fine for at least 10 minutes, so I don't think its the strap, hopefully they fix soon.

elite strap doesn’t stay connected for more than a few seconds .


I followed the support link but I don’t see an option to open a ticket for the meta quest 3 elite strap with battery.  The workflow shows the “wireless dock” as the only option under “accessory”.  

 

Am I missing something?  This seems like a known issue but I can’t find an official meta acknowledgment or link to report it.

i got into a chat with a meta rep and they said they would replace but then I haven’t seen any email or follow up.  My fault I didnt ask for a case number.

any suggestions?

thanks

The post here is not a solution. Please re-open the ticket until a solution is found. 

Got to chat with rep (clicked “wireless dock” to get to the rep but then talked about the strap).  They picked up where last rep left off.  I now have an email discussing replacement steps.  Thanks for the tip about refurbished parts.  I’ll be sure I get factory new—it’s what I paid for after all.  I just hope this replacement fixes it.  Seems like it could also be a short in the strap hardware (if not a software issue). 

thx all.  Happy questing!

Nurple
Explorer

A couple things. I got a replacement headstrap from Best Buy that eventually started having the same problem, contacted support and they wanted me to send the old one back and wait for the new one. I was very upset and mentioned that I didn’t want to have to wait, support decided they will send me a new one and I don’t even have to send back the old one that doesn’t work. This is the start to meta doing the right thing. HOWEVER, I also noticed today that meta disabled comments on their YouTube video showing off the elite strap, which is a big let down. They are trying so hard to cover up this failure of a product, when they could just work with customers like they eventually decided to work with me. I think them being transparent would go a long way, but instead they are being really schemey and it worries me for the future of meta.

Surfheart
Explorer

Joined the dead elite battery strap club today.  Worked fine for nearly 2 weeks, now get the typical symptoms.

Tried all the troubleshooting steps, got in touch with Meta support which wasn't a great experience.

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